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1、In Room Dining Service Standard & Sequence 客房送餐标准及流程General standards: Eye contact all the time 时刻注意客人 Friendly smiling all the time 时刻保持微笑 Use guest mane all the time始终称呼客人的姓名（*先生/女士） Clear and nature voice all the time始终保持清晰自然的嗓音1. Receiving guest order from Guest Room 收到客人的定单Immediately pay atten
2、tion on guest special order.立刻注意客人是否有特殊要求Check if the timing of the food is correct 检查客人所订的食物该时间段是否有2. Communication with kitchen & food check 与厨房沟通Double check if guest order and Room No. is correct on the micros paper 重复检查点菜单上客人的定单及房间号码是否正确Ask for bread order through Pastry kitchen到西饼房取面包Check if
3、the food is made according to Use RecordCheck if condiments are here and correct.Check if guest food special order is FOLLOW UP检查客人的特殊要求是否有完成。3. Ready for all setting in IRD 准备客房送餐的摆台Set up trolley with, 准备送餐车的布置Table cloth / runner / flower vase / salt & pepper / toothpick / deliver card台布/ * /花瓶/盐
4、，胡椒/牙签/*Cutlery for western food and Chinese set for Chinese and Asian food西餐所需的餐具及中餐，东南亚菜系的摆台Bread must serve warm with 2 pcs of butter, BB plate & BB knife.面包必须是热的，并配2个牛油，*牛油刀Butter should be placed in butter bowl with ice 牛油需放在牛油碗里并配有冰块Hot box to be served for all hot food without cover所有热菜需放在暖箱里
5、，无需用*Cold food to be set on the trolley with cover冷菜必须使用COVERCondiments should be placed right side of the trolley with plastic wrap.调味品需用保鲜膜包住，并置放在推车的右边Bottled sauce should be placed left side of the trolley.瓶装调料需摆放在推车的左边。Glassware should be covered with paper cup玻璃器皿需有纸杯盖盖住Hot milk for hot coffee
6、/ cold milk for tea咖啡配热牛奶/茶配冷牛奶Supervisor must check guest bill and confirm all items is correct.主管需确认帐单并确认所有项目是否正确Supervisor must check whole trolley set up and food item before it leave IRD.离开客房送餐前主管需检查整个推车的摆台和食物是否正确。Supervisor must check grooming and if waiter / waitress know guest name.主管需检查服务员的
7、仪容仪表，并需确认是否知道客人姓名。4. Before entering guest room 进入客房前Move away all plastic wrap on the food items拿掉所有覆盖在食物上的保鲜膜Check again the guest room No. 重复检查客人 房间号码Confirm guest name again再次确认客人姓名5. Knock guest door 敲门Bell 1 time and knock 3 times with self-identifying 按一次铃，敲3下门(follow through the procedure af
8、ter few seconds) 稍微等几秒钟后“Room Service, may I come in?”客房送餐，我可以进来吗NEVER BELL GUEST ROOM IF THERE IS A “DND” AND CALL BACK TO DTS.如果门上挂了DND请勿按铃。6. Entering guest room 进入客房-准备进入Greeting the guest immediately立刻与客人打招呼“Good morning / afternoon / evening, Mr. / Ms. _, I am Wilson from In Room Dining, may I
9、 come in?”早上好/下午好/晚上好，某某先生/女士，我是客房送餐的*，我可以进来吗 After the guest said “Yes” and enter with,得到客人许可后方可进入房间。“Thank you, Mr. / Ms. _, after you please”谢谢*先生/女士，您先请Open straightly the guest door to enter the trolley, close the door. 7. Set up tray or trolley and serve in guest room在客房摆放餐盘或餐车Ask guest for, 询
10、问客人“Where will you like me to set up your trolley (or tray), Mr. / Ms. _” 请问您需要把餐车/盘放在哪里，*先生/女士Answer guest with, 回答客人时需用 谢谢您 *先生/女士“Thank you, Mr. / Ms. _.”Set up trolley or tray accordingly, explain all food items guest ordered.根据要求摆放餐车/盘，并向客人说明点单。“Here is Caesar salad with chicken, Fried Noodles
11、and Diet coke, am I right?” 这是您点的 凯撒鸡肉色拉，炒面和健怡可乐，是否正确？When guest said “yes” 当客人说是的时候“Thank you very much, Mr. / Ms. _, may I serve you the diet coke.”非常感谢，*先生/女士，我可以为您打开健怡可乐吗？Offer beverage service. 提供饮料服务“Here is your bill, Mr. / Ms. _”, 这是您的帐单，*先生/女士“Would you like to sign the bill please, Mr. / M
12、s. _”, 请您在这里签上您的名字，*先生/女士8. Before leaving guest room 离开客房“After you finish your meal, you may call our “Delight to serve” to pick up (move away) you trolley, or move outside of your room.” 当您用餐结束后，您可以通知我们前来收餐盘或是直接把餐盘放于门外。“Enjoy your meal, please” important! 用餐愉快 非常重要9. After leaving guest room 离开客房后Leave guest room and close door for guest. 离开客房并把门关上Special order: Ice Cream 特殊订单：冰激淋 Offering to put ice cream into guest refrigerator right away, and remind the guest.应立即把冰激淋放到客用冰箱里，并提醒客人。
